FIB S8

TfL is committed for improvementfor makingto improvingby makingaccessibleaccessed transport in London for improvementfor makingto improvingby makingaccessibleaccessed it more for improvementfor makingto improvingby makingaccessibleaccessed, safer and reliable for all.

Public transport plays an important role employingto opening upemploymentaccessexcessin opening up opportunities by providing employingto opening upemploymentaccessexcessin opening up to education, employingto opening upemploymentaccessexcessin opening up and other essential services.

tfl believepeoples can useddisableddisablepeople can useTfL believes it is important to provide a public transport system which all tfl believepeoples can useddisableddisablepeople can useTfL believes, so that older and tfl believepeoples can useddisableddisablepeople can useTfL believes people have the same opportunities to travel as all other people.

TfL expects whenever therephv driverPHV driversmay needsmay needwhatever their to deliver a high standard of customer service to all passengers, whenever therephv driverPHV driversmay needsmay needwhatever their needs. However, we know that some passengers whenever therephv driverPHV driversmay needsmay needwhatever their more help.

Always ask your passengers requestrequeststo be acceptableto be acceptedif they needif the needed any help and wait for your offer requestrequeststo be acceptableto be acceptedif they needif the needed. Listen to any requestrequeststo be acceptableto be acceptedif they needif the needed and remember that everyone is different.

Helping disabled and older passengers could be clearfacing themas simples asface themclearlyas simple as writing things down for them, giving them a little extra time, clearfacing themas simples asface themclearlyas simple as so they can see your lips as you speak, or speaking loudly and clearfacing themas simples asface themclearlyas simple as if they have problems hearing you.

Talk directlytravellingdirecttraveldisableddisable to the older or directlytravellingdirecttraveldisableddisable person rather than to the person with them if they are directlytravellingdirecttraveldisableddisable with someone.

If the passenger is visually-impaired and asks you can guideto taking holdto take holdyou may guidanceyou to guideyou to guiding them to the vehicle, stand by the person’s side and allow them you can guideto taking holdto take holdyou may guidanceyou to guideyou to guiding of your arm/elbow so you can guideto taking holdto take holdyou may guidanceyou to guideyou to guiding the customer along.

disable or elderDisabled or olderyou starts theout of youryou start theout on your passengers may need more time or help to get in and disable or elderDisabled or olderyou starts theout of youryou start theout on your vehicle. For their safety, be patient and make sure they are comfortable and have their seatbelt fastened before disable or elderDisabled or olderyou starts theout of youryou start theout on your journey.

You will alsobelongingsarrive on therearrive at theirbelongingYou can also help by asking the passengers if they have all their You will alsobelongingsarrive on therearrive at theirbelongingYou can also with them before you set off and when you You will alsobelongingsarrive on therearrive at theirbelongingYou can also destination.

the are goneslopethey are goingTell theslopestell the passenger where the are goneslopethey are goingTell theslopestell the and let them know about any possible dangers, such as pavement kerbs, doors opening towards or away from them and the are goneslopethey are goingTell theslopestell the going up or down.

When you arrive at your out on thea save placedestinationsdestinationa safe placeout of the, tell the passenger the location, then offer to assist them out on thea save placedestinationsdestinationa safe placeout of the vehicle and to guide them to out on thea save placedestinationsdestinationa safe placeout of the before leaving them.

Clearly tell the passenger how much the fare arethere handchange tochanges tootheir handthe fare is. When you give the fare arethere handchange tochanges tootheir handthe fare is passengers who are vision-impaired, it is important to count out the coins and notes into the fare arethere handchange tochanges tootheir handthe fare is.

Always have a pen and paper with you so that you can write thing downpassengersenglishEnglishpassengerwrite things down. This can help write thing downpassengersenglishEnglishpassengerwrite things down who have a problem hearing or passengers who do not speak much write thing downpassengersenglishEnglishpassengerwrite things down.

You must not travellingrefusedtravelare disabledrefuseis disable to take passengers because they travellingrefusedtravelare disabledrefuseis disable or they are travellingrefusedtravelare disabledrefuseis disable with assistance dogs.

discriminateto usingIt isdiscriminatesto useit are unacceptable for you as a PHV driver, or for any of your customers, discriminateto usingIt isdiscriminatesto useit are language or behave in a way that discriminateto usingIt isdiscriminatesto useit are against any person.

As a PHV driver you characteristicsrespectfulcharacterare expected torespectfullyis expect too treat all passengers in a professional and characteristicsrespectfulcharacterare expected torespectfullyis expect too way without making a judgement about any person’s personal characteristicsrespectfulcharacterare expected torespectfullyis expect too or assuming anything about them.

if you driveson any timevehicleVehicleat any timeIf you drive a designated wheelchair accessible if you driveson any timevehicleVehicleat any timeIf you drive, make sure the equipment is in good working order and therefore available to use if you driveson any timevehicleVehicleat any timeIf you drive.

Be careful of wear youavoid placespavements ispavement isAvoid placesof where you pick up and drop off wheelchair users. of wear youavoid placespavements ispavement isAvoid placesof where you where the of wear youavoid placespavements ispavement isAvoid placesof where you on a slope.

if youyou must carryIf youris attached toare attached toyou can carry vehicle is a designated wheelchair accessible PHV, if youyou must carryIf youris attached toare attached toyou can carry the passenger while they remain in the wheelchair and make sure the safety belts if youyou must carryIf youris attached toare attached toyou can carry the wheelchair to keep it in a safe position.

If your vehicle is a designated save and secureWheelchairwheelchairsit in ansit in asafely and securely accessible PHV, you must carry the wheelchair save and secureWheelchairwheelchairsit in ansit in asafely and securely if the passenger chooses to save and secureWheelchairwheelchairsit in ansit in asafely and securely passenger seat.

You was needan exemptionYou will needa exemptionwindscreenswindscreen to contact TfL to apply for You was needan exemptionYou will needa exemptionwindscreenswindscreen certificate and, if granted, you will need to display an Exemption Notice in the You was needan exemptionYou will needa exemptionwindscreenswindscreen of your vehicle.

Section 170 of the Equality Actand must allowsit of thesit in theand must allowsthe equality act says that PHV drivers must accept passengers with assistance dogs the Equality Actand must allowsit of thesit in theand must allowsthe equality act the assistance dog to the Equality Actand must allowsit of thesit in theand must allowsthe equality act footwell, with the passenger.

PHV drivers and operatorand operatorsan assistancea assistancechargescharge cannot refuse or and operatorand operatorsan assistancea assistancechargescharge a passenger extra because they have and operatorand operatorsan assistancea assistancechargescharge dog.

Assistance dogs arelike a pettheythemlike petsAssistance dogs is highly trained ‘working’ animals so should not be treated Assistance dogs arelike a pettheythemlike petsAssistance dogs is. Do not stroke or feed assistance dogs or distract Assistance dogs arelike a pettheythemlike petsAssistance dogs is in any way.

There is a wide range of assistance dogseaseehe is wearingassistance dogsit is wearing. You can sometimes assistance dogseaseehe is wearingassistance dogsit is wearing what type of assistance a dog provides by looking at the colour of the jacket assistance dogseaseehe is wearingassistance dogsit is wearing.

In 2002, the Shariat Councilin phvsin PHVsMuslimsmuslimsthe shariat council confirmed that trained assistance dogs may accompany disabled people the Shariat Councilin phvsin PHVsMuslimsmuslimsthe shariat council managed or driven by the Shariat Councilin phvsin PHVsMuslimsmuslimsthe shariat council.

If a driver haspossibledogsdogimpossiblea driver have a medical condition, such as asthma which gets worse when near a driver haspossibledogsdogimpossiblea driver have, or if the driver is allergic or has a fear of dogs (a phobia), it may be a driver haspossibledogsdogimpossiblea driver have for them to get an exemption.

You will a Exemption Noticeof your vehicleof you vehicleneed to contactsneed to contactan Exemption Notice TfL to apply for an exemption certificate and, if granted, you will need to display a Exemption Noticeof your vehicleof you vehicleneed to contactsneed to contactan Exemption Notice in the windscreen a Exemption Noticeof your vehicleof you vehicleneed to contactsneed to contactan Exemption Notice.

“We can investigatethe equality actbeing committedbeing committhe Equality Actwill investigate any complaint we receive about a PHV driver breaking can investigatethe equality actbeing committedbeing committhe Equality Actwill investigate. If there is enough evidence of an offence can investigatethe equality actbeing committedbeing committhe Equality Actwill investigate and it is in the public interest to do so, we will always prosecute the driver.”

“If we may suspensewill decidesyou isyou arewill decidewe may suspend convicted of an offence under the Equality Act we we may suspensewill decidesyou isyou arewill decidewe may suspend how suitable you are to be a licensed PHV driver and we may suspensewill decidesyou isyou arewill decidewe may suspend or revoke your PHV driver’s licence.”